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Wednesday, March 14, 2012

In /var/log/maillog, if we see messages like 'unable to qualify my own domain name' and it takes abnormally long time for sendmail to restart, it is likely due to sendmail failing to find the FQDN of your host.

Look in /etc/hosts, you should append host name at the end: 127.0.0.1 localhost.localdomain localhost your-host-name

Next, we create 4 Asterisk queues and send them the corresponding calls in dial plan. The company being called is shown as caller name on the agents' Grandstream IP Phones.
Specific call distribution order is achieved by queue member penalty. Member with lower penalty always get call first.
GotoIfTime() is used to send visitor to voicemail during non-office hours.
The company-specific greetings, busy messages and non-office hour messages are put in /var/lib/asterisk/sounds/customized.

We also use a member timeout of 15s so as to avoid connecting to agent's personal voicemail (which has a longer timeout).

/etc/queues.conf
[company-a-queue]
; queues of other 3 companies are defined similary
strategy = ringall
maxlen = 5
ringinuse = no
timeout = 15 ; we ring a member for 15s before considering timeout and ring the next agent
member => SIP/tina,1
member => SIP/johnson,2
member => SIP/may,2
member => SIP/kathy,3

; each agent queue has its own voicemail
; where the voicemail name is same as the DID number
/etc/voicemail.conf
[agent_team]
XXXXXXXX => XXXXXXXX,company-a,cs@company-a.com,,attach=yes|format=wav49
; the other 3 voicemails are defined similarly